Updater

IT Engineer

Remote, US · Full-time

Sponsorship not specified$80k-$100kDetected 32 days ago

PythonBashPowerShellLLMsAgentic AIComplianceJiraConfluenceAuditingOnboardingZendesk5G/LTECommunication

About the role

Serve as the first point of contact for all IT support requests at Updater, triage Freshservice tickets, and resolve Tier 1/2 issues with clear, friendly communication.
Provide white-glove end-user support across macOS and Windows endpoints, Iru (MDM),, Microsoft Intune, Okta SSO, Google Workspace, Slack Enterprise, Zoom, and the Atlassian suite.
Own the day-to-day ticket queue: response and resolution SLAs, accurate categorization, escalation to Tier 3/4 teammates as needed, and clean ticket hygiene to keep the Helpdesk auditable.
Support employee onboarding, offboarding, and hardware lifecycle in coordination with the Senior IT Engineer (Device Management).
Lead Updater's IT knowledge management program - establishing the standard for how IT documents what it knows and driving adoption across the team.
Maintain the freshness of existing knowledge by auditing, retiring, and rewriting content continuously as the IT environment evolves.
Updater has raised over $450 million from leading investors, including SoftBank Capital, Vista Credit Partners, IA Ventures, Commerce Ventures, Second Century Ventures (the strategic investment arm of the National Association of Realtors®), and more.

Demonstrated ability to write clear technical documentation - work samples, internal wiki contributions, or published help articles.
Excellent communication skills, verbal and written, with the ability to translate technical concepts for non-technical audiences.
Familiarity or experience with AI governance frameworks, AI red-teaming, or AI-enabled application development.
Working knowledge of identity management (Okta or equivalent), Google Workspace, Slack Enterprise, Atlassian (Jira and Confluence), and ITSM platforms (Freshservice, ServiceNow, Zendesk, or similar).
Ability to author structured, machine-readable documentation for both human and AI consumption.

scripting exposure (Bash, Python, PowerShell)
compliance exposure (SOC 2, ISO 27001, ISO 42001, NIST)
prior ownership of a knowledge base or documentation program.
You treat the Helpdesk as the front door of IT, and you want to be the person standing at it.
End-user empathy and clear communication come naturally to you across every level of the company.
You are a strong technical writer.
You are curious about how to make documentation, runbooks, and IT processes more useful with AI.
You are organized and detail-oriented.

Assist with rollout, configuration, and ongoing administration of new SaaS tools as Updater's environment evolves.

The new hire salary range for this position is $80,000 - $100,000 annually.
Factors which may affect the starting pay within this range include skills, experience, and other qualifications aligned with Updater's internal leveling guidelines.
13 paid company holidays annually

The Company offers the following benefits for full-time positions, subject to applicable eligibility requirements:
Medical, Dental, and Vision Insurance
Updater Stock Options
Wellbeing Subsidy
One Medical membership
Virtual on-demand healthcare through Teladoc and Talkspace
Flexible spending account (FSA)
Health savings account (HSA)
Supplemental Short & Long Term Disability Insurance

nsider all qualified applicants regardless of color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, ac

This listing is sourced directly from Updater's careers page and normalized into a canonical job model.